Assist Mgr Front Office

About the role

You Belong Here! Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Responsibilities

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
• Maintains good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up to provide guests with timely and efficient service.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintain a friendly, cheerful and courteous demeanor at all times.
• Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
• Cover or find replacements for call-offs.
• Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
• Ensure all new hires are aware of all aspects of the hotel.
• Ensure all associates are properly trained on Fosse along with all other systems/procedures that will help them provide our guests with quality service.
• Make sure all Front Desk Associates are SSM trained.
• Provide motivation to the department.
• Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc…).
• Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
• Ensure the front desk is represented at each Safety Committee Meeting.
• Participates in Hotel MOD program Education/Formal Training.

Qualifications

• High school diploma or equivalent.
• Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
• Total understanding of all hotel front office procedures.
• Working knowledge of guest services and hotel services, policies or operations.
• Working knowledge is generally learned on-the-job.
• High school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
• Past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Fluent in oral and written English.
• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Highest level of organizational skills and attention to detail.
• Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Skills

• Tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Organizational skills and attention to detail.
• Excellent comprehension and literacy.
• Fluent in oral and written English.

Benefits

Not specified.

Pay

Not specified.

Schedule

Not specified.